Qa Analyst Contact Center

LIJO JOSEPH

Principal Test Engineer

917-***-**** (M)

email : ******@*****.***

Objective

To be the part of a team of hi-caliber professionals for challenging new assignments and responsibilities in the field of IT sector as a Senior QA Analyst, thus sharpening my own professional skills, while at the same time, contributing my best to the overall development of the organization.

Educational Credentials

MCA from Mahendra Engineering College, Salem, Tamil Nadu in 2003

B.Sc. (Electronics) from Mahatma Gandhi University, Kottayam, Kerala in 2000

Experience Summary

TESTING EXPERIENCE – 17.5+ years

Around 19 years of extensive IT experience in the field of testing Telecom products and solutions, Networking solutions and testing mobile applications (BFSI/Health Care/Energy/Retail Domain).

Around 9+ years of experience in working with US Federal projects.

Well acquainted with Software Development Life Cycle and Software Testing Methodologies.

Well versed in performing Non Functional testing, per the project requirements. Tools used – Micro Focus Loadrunner/Performance Center, Microsoft WAS tool, OpenSTA, Seagull and SIPp.

Have good exposure to API testing and API automation using SOAPUI v5.3.0.

Work experience in Reviewing the FS/DS, SRS and authoring Test procedures with the help of the Requirements and the design documents. Also, performed Feature/Functional Impact analysis as part of Requirements Analysis, to identify gaps in requirements at an earlier stage.

Expertise in writing Test Cases of various scenarios like Functional Testing, Non Functional Testing, Black Box Testing, UAT testing, Documentation testing, Sanity Testing, Project Document Analysis, Metrics Analysis, 508 Compliance and Test Strategy.

Special proficiency in Regression testing, bug reporting, test methodologies, defect management systems, operating systems, test environments, software life cycles and various quality processes like defect prevention and change control management.

Excellent experience in developing test automation framework and performing automation feasibility analysis. Tools used MF UFT [QTP], Katalon Studio, Selenium and IBM Rational Robot.

Did Documentation testing for Technical documents like Help files, Release Notes, Installation & Configuration guides for Huawei products and solutions.

Excellent Hands on experience in testing SUSE Linux based solution like Linux Virtual Server, Linux Heartbeat and Linux Bonding.

Excellent experience in testing and troubleshooting issues in Cisco IP Contact Center Solutions like CeM (Cisco eMail Manager), ICM (Intelligent Contact Manager), IPCC (IP Contact Center), CVP (Customer Voice Portal) and Mobile Agent Solutions.

Performed 508 Compliance testing for Web and mobile web Applications, per Client requirements. Extensive 508 compliance checks were performed for Federal projects using tools like NVDA screen reader, Firefox WAVE toolbar and AMP.

Have good experience in Web Services and API testing using SOAP UI, POSTMAN and REST Client tools.

Did Data Migration testing from Oracle 9i to Oracle 10 g, for Cisco IPCC contact center solutions.

Experienced in Datawarehouse testing.

Experienced in verifying ETL transformational logic, by validating the source and destination DB fields.

Experienced in verifying SAP BI reports.

TEST AUTOMATION EXPERIENCE- 9+ years

Experienced in designing Test Automation framework and have created test automation scripts for the automatable scenarios.

Have excellent experience in API automation using SOAP UI and Groovy scripting.

Experienced in designing End-To-End Automation Strategy for complex Web applications.

Experienced in HP UFT (formerly QTP), IBM Rational Robot and Selenium.

BUSINESS INTELLIGENCE TESTING EXPERIENCE- 5+ years

Proficient in SQL, to query the backend Database and verify the values displayed on BO reports.

Proficient in analyzing Business reporting requirements and have ensured that it is met, during the validation process.

Experienced in validating the mappings of source systems to dimensional data models in the target schema.

Have worked closely with the development teams during system testing phase to identify and work to resolve defects.

Have experience in validating both canned and custom reports.

PERFORMANCE TESTING EXPERIENCE – 7 years

Good experience in Performance testing using performance test tools like HP Load runner, Microsoft WAS tool, SIPP and Seagull.

Did non-functional tests to validate the peak load handling capabilities for multiple US Federal projects.

Did Stress and Load testing for various US Federal applications.

Did Performance tuning testing with developers for Huawei Software Load Balancer project on Layer 4 & 7.

MOBILE APP TESTING EXPERIENCE- 2 years 9 months

Experience in Mobile Portal and Mobile App projects (3+ years)

Experience in Mobile Cloud App testing (6 months)

Experience in testing Mobile Device Management solutions using AirWatch.

Experience in Android Code Debugging using Android SDK utilities like adb logcat (2+ years) and Android emulators.

Experience in Mobile Automation using Key Note Device Anywhere & Perfecto Mobile tool.

Experience in major Mobile OS like Android (3 years), IOS (3 years), Blackberry (8 months) and Windows (4 months).

Experience in Mobile Software Upgrading, jail breaking iphones & rooting Android devices.

Experience in capturing Logs for applications developed in all 4 mobile Operating Systems worked.

Experience in testing with Android Emulators, Iphone & Blackberry simulators.

Experience in setting up Mobile test environments which include setting up Mobile Wifi hotspots, procuring 3G/4G SIM cards, mobile devices & tablets.

Experience in preparing Mobile Test Strategy which includes selection of Mobile OS versions and Mobile devices based on screen size, resolution, make & market share.

PROTOCOL TESTING EXPERIENCE – 2 years

Good testing experience in SIP and Diameter protocols.

Key Accomplishments

HP ALM V11(HP0-M46) Certified with 84% on April/2012.

Recipient of “ACCENTURE APPRECIATES – Individual Performer” award for setting up the Mobile Wifi Testing environment in secured Client network with all necessary approvals from both client and Accenture managements and for contribution made in ramping up the team from 10 to 52.

Best Test Contributor – A&S Business Unit (Huawei Technologies) for the year 2009

Received 2 FIMC (Feather In My Cap), 2 TAZ (Thanks A Zillion), and 1 ABC (Above and Beyond Compare) award (WIPRO Technologies) for the contributions made to the team.

Domain Expertise

Telecom Domain – Successfully completed Projects for Accenture Client – Telstra international, Hong Kong, Huawei Technologies, Shenzhen, China & Wipro Clients – Cisco Systems, US.

Finance Domain - Successfully completed Projects for Accenture Client – Bank Of America, US.

Retail Domain - Successfully completed Projects for Accenture Client – Argos, UK.

Energy Domain - Successfully completed Projects for Accenture Client – Shell, USA.

Healthcare Domain – Successfully completed Projects for Accenture Client – Wellpoint and for US Federal Agencies.

Key Strengths

·Expertise in complete Testing life cycle: Test Plan and Test Strategy, Test Case Design/Description Document, Review of Test Plan, Test case design documents, Test Requirements, Test Drivers Coding, Bug Tracking and Metrics Collection, Defect Analysis

·Expertise in Test Execution Stages: SDVT (System Design Verification Testing), Integration Level, SIT (System Integration Testing), UAT (User Acceptance Testing), Regression Testing

·Expertise in Testing Types: Functional, Performance (Load, Volume, Performance Profiling), Reliability/Stress, Supportability, Usability, Regression.

·Expertise in Test Automation design – Creating Test automation framework, identifying the right automatable test scenarios, and developing scripts.

·Software Development Life Cycle (SDLC): Waterfall, Hybrid & Agile models.

·Expertise in Protocol Conformance testing, Performance Testing, Mobile Web & Application testing in Android & iOS platforms.

Key Software Skills/Tools:

Tools

Test & Defect Management Tools: HP Application Lifecycle Management (ALM), JIRA, IBM Clear Quest, Cisco TIMS - Test Information Management System, Huawei - Gt3K.

Test Automation Tools: MicroFocus UFT, Katalon Studio, Selenium Web driver, IBM Rational Robot, IBM Rational Functional Tester.

API Test Automation Tools: SOAP UI 5.3.0 and Groovy scripting

Performance Testing tools: MicroFocus Performance Center (formerly Load Runner), Microsoft WAS Tool, Sipp ( Used for SIP based Performance testing) & Seagull ( Used for Diameter protocol based Performance testing).

Mobile Web/App Testing Tools: KeyNote Device AnyWhere, Perfecto Mobile, Android Emulators, iPhone Simulators, Opera Mobile Web Emulators, POSTMAN - API Link Testing tool

508 Compliance Testing Tools: AccVerify, JAWS (Screen Reader), WAVE (Firefox Toolbar), NVDA (Screen Reader) & FDA AMP.

Configuration Management Tools: Microsoft Virtual Source Safe (VSS), Share point

Communication Protocols: HTTP, SIP & Diameter

Operating Systems: SUSE Linux 9/10, Sun Solaris, IBM AIX, Microsoft Windows 98/NT/2000/XP/7

Programming/Scripting Languages: C, C++, Java, VB Script

Reporting tools: SAP Crystal Reports, SAP Business Objects

Web Services Testing tools: Soap UI, POSTMAN and REST Client.

Professional Experience :

Client: Food & Drug Administration, White Oak, MD Nov 2014 – Present

Project: Projects worked as part of FDA contract include ORA RES, SERIO, ALIS, LBS, PNM, CMS, CDRH Digital Transformation O&M project, CDRH CeSUB project, CDRH CSTAR, ESG, JAADE, ORA Data dashboard, iRES, CFSAN CARTS, CFSAN applications and FURLS.

Implementation Partners: REI Systems (FT, 2020 – till date), Leidos (On Contract), Booz Allen Hamilton (On Contract), SalientCRGT (On Contract), Halfaker Associates (On Contract), Triple-I (On Contract), GNSI (On Contract)

Roles: Software Tester, Performance Tester, Automation Tester, Middleware Engineer

Environment: JIRA, MicroFocus Application Lifecycle Management (ALM), SQL Developer 4, Documentum, PRIMO, MicroFocus UFT, MicroFocus Performance Center, SOAP UI, POSTMAN, Katalon Studio, Selenium, NVDA, FDA AMP & WAVE toolbar (Chrome/Firefox plugin).

Principal Test Engineer - Responsibilities:

·Analyzing the business requirements and Change Requests and estimate the test efforts required.

·Authored test cases for new features and modified the existing test plan, by identifying the potential gaps and analyzing Customer reported issues.

·Design automation framework for automating the applications assigned. Major automation tasks include estimating hours required for automating, performing Automation tool analysis, designing the common methods for redundant functional flow, identifying the right verification checkpoints and testing the final script against different environments like TEST and PREPROD.

·Maintained existing automated Regression test cases, based on latest application changes.

·Planned, designed and scripted automated regression test cases for new application from scratch.

·Identified possible risks in the business requirements and project planning and discuss the same in project scrum meetings.

·Reported all the issues on time and tracked the defect closure till the issue is resolved. Proper regression is done to uncover all possible bugs, due to the code change.

·Identified the automatable test scenarios and created automated test scripts, which helps to reduce manual effort.

·As a Performance tester, discussed the load or Stress scenarios with Solution Architect, created Performance scripts, ran the test, analyzed the performance test results and created Performance Test Report.

·Worked as a Middleware Engineer for CDRH DT OM project. As part of this assignment, upgraded Weblogic and installed latest Opatches on all TEST and DEV servers identified. Help DEV team to troubleshoot Application deployment issues. Planned and created CRs and worked as a coordinator to perform Weblogic upgrade and patching in higher environments on schedule.

·Helped Project Manager in Client demos, sprint planning (providing estimations, selection of user stories for the sprint and performing impact analysis) and finalizing the final Build.

·Perform 508 Compliance testing using tools NVDA, AMP and WAVE.

·Preparing System Test Reports, attending Defect Triage calls and Stage Gate Review meetings

·Responsible for System Testing, Regression Testing, Defect Fix validation, 508 Compliance testing, Non Functional testing and Browser Certification.

VERIZON Wireless, WARREN, NJ Mar 2014 – Oct 2014

Project: Verizon Cloud App provides Cloud based data storage provisions to Verizon Wireless Post paid customers, which provides the customers the flexibility to move from one device to another, without the fear of losing the existing data.

Environment: Apple iOS, Android, Windows, Blackberry, JIRA & HP Application Lifecycle Management (ALM).

QA Lead/Manager - Responsibilities:

·Analyzing the business requirements and Change Requests and estimate the test efforts required.

·Authored test cases for new features and revamped the existing test plan, by identifying the potential gaps, by analyzing Customer reported issues.

·Responsible for Full Certification testing for different OEMs & Sanity Plus Testing for different Software Updates.

·Suggested process enhancements for better software practices, wherever required.

·Periodically reviewed the customer reviews available on Google Play store and App Store and reproduced the same issues in test lab and captured logs, which makes life easier for Development team to analyse and fix the issues.

·Authored Data Center Migration Test plan for the project and planned & executed the same successfully.

·Did JIRA – Defect Management across 3 different mobile platforms – Android, IOS & Blackberry.

·Identified all the Risks and Issues in the project and updated the project RMP (Risk Management Plan) on time, and also escalated to all stake holders whenever required.

·Update the project management group with weekly status reports and through weekly Insight status update meetings.

·Led the Change Control and Daily Status meetings

·Responsible for Scheduling the project schedules, resource allocation, task allocation, monitoring the status of work progress and guidance to the team

ARGOS, UK June 2013 – Jan 2014

Project :Reposition Channels :: Argos is a Leading retailer in UK & Ireland. Reposition channels project is to regain the market position of Argos in UK Retail position, by re launching the Mobile Apps with new functionalities like Improve Home page, My Account feature with login feature, 1-Click reservation, Special Offers and integrating Web checkout flows in the Mobile Apps feature. Also, the revamped version of Mobile Web (mComm) & Web (eComm) portals will be released as part of this programme.

Environment: Apple iOS, Android, IBM RTC, HP Application Lifecycle Management (ALM), Test Flight, POSTMAN

QA Lead/Associate Manager - Responsibilities (Team size: 10):

·Analyzing the Business requirements, Wireframe documents and Change Requests and estimate the test efforts required.

·Involved in co-ordination and management of work between team in India and the core team in Argos, Milton Keynes, UK.

·Authoring the test objectives and test cases, conducting Peer reviews, conducting Functionality walk thru sessions with Onshore, Offshore, UX & Design teams.

·Responsible for System testing, Regression Testing and API Link testing.

·Planned & supported in System Integration testing and Pulse Testing.

·Suggested process enhancements for better software practices, wherever required.

·Identified all the Risks and Issues in the project and updated the project RMP(Risk Management Plan) on time, and also escalated to all stake holders whenever required.

·Managing the Device procurements and maintain the Device allocation within the team.

·Update the project management group with weekly status reports and through weekly Insight status update meetings.

·Led the Defect Management Calls and Review management meetings.

·Prioritized the Defects based on Feature and Test scripts impacted, which helped the Development team to fix the defects on time.

·Responsible for Scheduling the project schedules, resource allocation, task allocation, monitoring the status of work progress and guidance to the team

·Conducting performance appraisals and feedback sessions for the team members.

SHELL, Houston, TX March 2013 – May 2013

Project: Mobile Connect Service :: Shell Mobile Connect Service uses Air-watch MDM, which provides security to Shell Employees while connecting to Shell Enterprise network to access Shell. Shell MCS provides below features – Device enrolment & un-enrolment, Push email service, Enterprise device wipe, Junos Pulse VPN and also supports Bring Your Own Device (BYOD).

Environment: Apple iOS, Android, Air-watch, HP Application Lifecycle Management (ALM).

Sr. QA Lead - Responsibilities:

·Analyzing the business requirements and Change Requests and estimate the test & development efforts required.

·Authoring the test objectives and test cases for the project

·Responsible for Functionality testing and Regression testing.

·Responsible for setting up Mobile MDM test Lab in India.

·Suggested process enhancements for better software practices, wherever required.

·Identified all the Risks and Issues in the project and updated the project RMP (Risk Management Plan) on time, and also escalated to all stake holders whenever required.

·Update the project management group with weekly status reports and through weekly Insight status update meetings.

·Led the Change Control and Review management meetings

·Responsible for Scheduling the project schedules, resource allocation, task allocation, monitoring the status of work progress and guidance to the team

·Conducting performance appraisals feedback sessions

·Reviewing and Approving timesheets and expenses of team mates.

WELLPOINT, Minneapolis, US June 2012 – Feb 2013

(I)Project : Google Mobile Apps :: WellPoint, Inc. is one of the largest health benefits companies in the United States. Google Mobile Apps project aims to maximize healthcare effectiveness and contribute towards the betterment of both Google and WellPoint. Major service provided are Google Sign In, Provider Finder & Mobile ID Card for googlers & their dependents.

(II)Project : Catamaran-Mobile Provider Finder (MPF) :: Mobile Provider Finder project is a Mobile Web portal, which helps the WellPoint customers to find different providers like Doctors, Hospitals, Pharmacies, Urgent Care Centers..etc, based on their GPS locations. This portal is supported in IOS, Android & Blackberry platforms.

Environment: Apple iOS, Android, Blackberry OS, Device Anywhere Studio, Perfecto Mobile, IBM Clear Quest, IBM Rational Quality Manager.

Sr. Quality Analyst - Responsibilities:

·Analyzing the business requirements and Change Requests and estimate the test & development efforts required.

·Authoring the test objectives, test scenarios and test cases for the project

·Responsible for System Integration testing, Functionality testing and Regression testing.

·Update the project management group with weekly status reports and through weekly Insight status update meetings.

·Led the Change Control and Review management meetings.

·Identified all the Risks and Issues in the project and updated the project RMP(Risk Management Plan) on time, and also escalated to all stake holders whenever required.

·Did Automation Feasibility Analysis & designed the Automation Framework using Perfecto Mobile tool.

·Created automated test scripts for all possible Sanity & Regression test cases.

·Interacted with the project development and release group in establishing the major milestone and target dates.

·Responsible for Scheduling the project schedules, resource allocation, task allocation and monitoring the status of work progress and guidance to the team

·Conducting performance appraisals feedback sessions

·Reviewing and Approving timesheets and expenses of team mates

·Accountable for Capacity Planning and forecasting of resources.

BANK OF AMERICA, Charlotte, NC, USA April 2011 – April 2012

Project : Mobile Downloadable Application (MBDA) :: Bank of America ecommerce MBDA App allows customers to securely access balance information, pay bills with our optional Bill Pay service, transfer funds, and find nearby ATMs and banking centres.

Environment: Apple iOS, Android, Blackberry OS, Windows 7, Device Anywhere Studio

Sr. Quality Analyst (Manual & Automation) - Responsibilities:

·Analyzing the business requirements and Change Requests and estimate the test & development efforts required.

·Creating test and retest plans for the projects handled

·Authoring the test objectives and test cases for the project

·Responsible for System Integration testing, Functionality testing and Regression testing (black-box testing).

·Did Automation Feasibility Analysis & designed the Automation Framework using Device Anywhere tool.

·Created automated test scripts for all possible Sanity & Regression test cases.

·Conducting conferences, update meetings and reviews with the Line of Business (LOB) for projects during phases like Test Preparation and Test Execution

·Driving and implementing Continuous Process Improvements Pilots

·Responsible for Scheduling the project schedules, resource allocation, Assigning work to team members, monitoring the status of work progress and guidance to the team

·Conducting performance appraisals feedback sessions

·Reviewing and Approving timesheets and expenses of team mates

·Accountable for Capacity Planning and forecasting of resources.

TELSTRA Global, Hong Kong Aug 2010 – March 2011

Project : Prospect-To-Order (P2O) ::Telstra Global is a leading global supplier of managed network services and international data, voice and satellite services. It is a division of the leading Australia-based, tier 1 telecommunications and media services company, Telstra Corporation Limited, and owns one of the most technologically advanced IP backbone networks in the world. Prospect to Order (P2O) project aims to enhance Prospect-to-Order capabilities by globalising the CRM (P2O) solution that has been built in TI UK to all other regions, i.e. ‘Extend and Expand the UK’. (Geographically, the P2O project will cover all TI regions: EMEA, US, Australia, North Asia and South Asia.)

Environment: Salesforce.com, TIBCO, Data Migration, HP Application Lifecycle Management (ALM), Windows7

Sr. QA Lead - Responsibilities:

·Interacted with the Business Analyst team to understand the business requirements and Change Requests.

·Did estimation & re-estimation of test efforts whenever required, based on project release plan changes.

·Worked as the Test Planning Lead, taking complete ownership of Test design activities for the project.

·Created test plan and approach, test scenarios & test scripts for the P2O Project.

·Created Data Migration Test Plan & Approach, creating test scenarios & test scripts.

·MS Project was used to prepare the Project Schedule for the DESIGN, BUILD, and TEST EXECUTION phases of the project. MS Visio used to develop the test environment diagrams.

·Conducted the review and sign off of the project plan.

·Update the project management group with weekly status reports and through weekly Insight status update meetings.

·Led the Change Control and Review management meetings

·Interacted with the project development and release group in establishing the major milestone and target dates.

·Re planning the efforts, based on Change requests.

·Responsible for System Integration testing, Functionality testing and Regression testing.

·Provided training to new joiners at all levels on project functionalities ranging from junior resources to Managers

·Responsible for Scheduling the project schedules, resource allocation, Assigning work to team members, monitoring the status of work progress and guidance to the team.

HUAWEI TECHNOLOGIES, Shenzhen, China May 2007 – July 2010

(I)Project : Huawei Software Load Balancer (SLB) :: Huawei Technologies is a leading telecom infrastructure and solutions company, with Headquarters in Shenzhen, China. Huawei Software Load Balancer (SLB) is a SUSE Linux Virtual server (LVS) based load balancing solution which provides load balancing at Layer 4(TCP), Layer 6(Diameter) and Layer 7 (HTTP).

(II) Project : Huawei Cluster Software Management Tool (HCSMT) :: Huawei Cluster Software Management Tool (HCSMT) is a low cost High Availability solution based on Linux High Availability solutions.

(III) Project: SIP Emulator :: SIP Emulator is a software based SIP soft switch which can simulate all SIP based calls for SIP based services testing.

(IV)Project : Web Single Sign On (SSO) : :WebSSO is a SAML protocol based CBBs (Common Building Blocks) which help other web portals to implement Single Sign On feature on their portals with ease.

QA Lead/ Test Engineer - Responsibilities :

·Analyzing the business requirements and Change Requests and estimate the test & development efforts required.

·Review of Design Requirements (DR), Design specification (DS) and Software Requirement Specification (SRS) documents.

·Preparation of Test Strategy, Estimation, Test schemes, Test Automation framework and other planning documents.

·Responsible for preparing Non-functional Test strategy for the project.

·Responsible for Non-functional test execution and reporting.

·Designing & Developing the automation framework, scripts and test data and supervising the test effort

·Identification of all possible risks in the project, testability requirements, if any…etc.

·Configuring the lab setup for testing each new release of the software.

·Designing Test cases, Test scripts and developing the Test Automation framework.

·Training new members on the new features.

·Preparation of BP (Business Plan), Competency plan and close tracking.

Cisco Systems Inc. India March 2004 – May 2007

Cisco assignment included performing functional & regression testing of Unified Mobile Agent solution, Customer Voice Portal, Siebel CTI desktop, IP Contact Center solution and eMail Manager solution with latest releases of ICM & IOS versions.

Project : Cisco Customer Voice Portal :: Cisco Unified Customer Voice Portal combines open-standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers-either as a standalone interactive-voice-response (IVR) system or transparently integrated with a contact center.

Cisco IPCC Enterprise is part of the Cisco Architecture for Voice, Video, and Integrated Data (AVVID). IPCC functions as a virtual ACD. Some of the capabilities of IPCC include intelligent multichannel contact routing, ACD functionality, network-to-desktop computer telephony integration (CTI), interactive voice response (IVR) integration, call queuing, and consolidated reporting.

Test Engineer - Responsibilities :

·Preparation of Test plans for some of the test areas which also included writing new test cases for every bug that was fixed in the previous release of the software.

·Regression testing of various IPCC (IP Contact Center), CVP (Customer Voice Portal)& CIS(Collabaration Integration Suite)for each new release of the ICM software.

·Setting up test environment for Cisco IPCC, Mobile Agent, CVP and eMail Manager components.

·Did regression testing of Cisco ICM solutions with the monthly MS windows patch releases.

·Reporting of bugs that are found in each release.

·Troubleshooting the issues in configuration and identifying the root cause.

·Training new engineers on CIS/IPCC/CVP concepts.

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